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Managing the benefits and risks of salesperson-owned loyalty。Journal of Marketing Research,44(2),185-199。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 4. | Grönroos, Christian(2004)。The Relationship Marketing Process: Communication, Interaction, Dialogue, Value。Journal of Business & Industrial Marketing,19(2),99-113。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 5. | Yieh, K.、Chiao, Y. C.、Chiu, Y. 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Wang(2006)。The behavioral sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioral loyalty。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 10. | T. Lockyer & M. Tsai(2004)。Dimensions of Chinese culture values in relation to the hotel dining experience。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 11. | T. Mersha(1990)。Enhancing the customer contact model。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 12. | S. L. Neuberg & S. T. Fiske(1987)。Motivational influences on impression formation: Outcome dependency, accuracy-driven attention, and individuating processes。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 13. | F. Olorunniwo & M. K. Hsu(2006)。A typology analysis of service quality, customer satisfaction and behavioral intentions in mass service。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 14. | J. S. Prasad & A. R. Aryasri(2008)。Study of customer relationship marketing practices in organized retailing in food and grocery sector in India: An empirical analysis。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 15. | M. J. Ryan R. Rayner & A. Morrison(1999)。Diagnosing customer loyalty drivers。 ![](/gs32/thssjcncl/image/nclsfx.gif) ![new window](/gs32/images/newin.png) | 16. | W. H. Wang, C. J. Liang & Y. D. 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